Solutions Advisor

Job Description

The opportunity

Closing date for internal applications is 23rd of July 2021.

Shift pattern included (might require working on weekends or evenings)

We have a fantastic opportunity for talented individuals to join our Specialist Customer Care department as a UK Solutions Advisor.

This is an opportunity for someone who is passionate about service and thrives in a demanding but rewarding environment with diverse responsibility.

The Solutions Advisor primary objective is to deliver a premium level of service, this will include resolving escalations & tier 2 type queries while providing a best in class service that delivers an amazing experience to our partners & customers. .

A key aspect of the role is delivering a consistent level of service that improves the efficiency and relationship with our restaurant partners & customers while working collaboratively with the team and wider business. You will be empowered to feedback the root cause of issues & trends to propose solutions whilst constantly thinking of ways to improve our customer experience.

Key Responsibilities

• Manage escalated contact as required by our vendors and as per consumer or restaurant demand
• Investigate trends/data for both customer and restaurants , providing resolutions and recommendations to mitigate
• Work to individual and team SLA’s to maintain service level and ensure we respond to our customers and restaurant base in a timely manner
• Inform and relay real time issues to management as they are reported by customer and restaurant estate
• Understand compliance and tech rules in line with legislation changes
• Have the ability to analyse the root cause of issues and escalations
• Manage and feedback to your managers based on repeat and excessive escalation contact
• Propose process/training opportunities
• Resolve issues first time within expected service guidelines
• Display exemplary service to our estate and 3rd party providers

Required skills and experience

• Listening skills and empathy / soft skills
• Time keeping and punctuality
• Troubleshoot escalated queries in a quick and effective manner.
• Ability to work independently and resolve queries as per process
• Comfortable working in an environment of change / Fast paced
• Demonstrated ability to manage detail and establish root cause.
• Passionate about customer / restaurant experience
• Thinks big and has a strong bias for action
• Demonstrated problem solving capability..
• Proven ability to use a wide range of data, information and experience to create positive outcomes for the business
• Strong written skills and ability to communicate complicated responses to critical queries
• Attention to detail on data entry issues and ability to assist our restaurants on their listing as required
• Manage replies from departments such as finance and sales on invoice and or new sign queries
• Ability to effectively Work remotely when required